Loading
Automate consumer communication, improve service accessibility and streamline field operations.
Voice automation, ShopHub engagement and customer intelligence for electricity, water, piped-gas and municipal utilities.
Indigo Voice Bots automate configured inbound and outbound journeys. Intelli prioritises outreach and the next action.
For supported piped-gas services, a configured inbound journey recognises an emergency request and connects the caller to the designated emergency team.
Human-led, always. Never delayed by sales, survey or routine flows. Tested with the emergency team, including transfer failure and after-hours cases.
Actions such as ticket creation, payment-status retrieval and appointment booking depend on supported integrations and permissions.
Approved service information, the right support route and coordinated follow-up across supported channels.
Campaigns and reminders for approved bill notices, planned maintenance, programmes and digital-payment adoption.
AI, menu-based or hybrid chatbots for billing process, service request, connection and programme questions.
Move from a campaign or chatbot to a voice call-back, helpdesk workflow or technician appointment request.
Social storefronts are used only where they fit the utility’s approved communication model. Channels and integrations are confirmed during implementation.
Timely, structured, policy-governed outreach. Reliable payers get one reminder. Others get more help.
Indicative signals
Indicative tiers
A standard reminder or message.
AutomatedA targeted voice reminder with a payment link.
Automated + assistedExtra follow-up or a payment-assistance conversation.
AssistedRouted to an authorised team under utility policy.
Human-ledInstalments, disconnection notices and payment-plan offers follow approved rules and applicable regulations.
Move beyond fixed reminders and broad customer lists: score, segment, prioritise, engage, act and measure.
Estimate an outcome such as late payment, recharge risk or appointment no-access.
Group consumers, accounts or tickets into tiers.
Decide who gets a call, message, appointment or human review.
Run a voice journey with consumer and service context.
Share payment info, book a technician or route the issue.
Compare with a baseline through controlled tests.
Start with clear operating rules and add ML where data supports it. A score is an estimate, not a guarantee.
Model opportunities across billing, field operations and service, each tied to a clear KPI.
KPIs tracked
KPIs tracked
KPIs tracked
Each model needs suitable data, validation, integration, monitoring and agreed operating rules before production use.
Potential integration points, scoped during discovery.
These are potential integration points, not a statement that every connector is pre-built. Compatibility, data permissions and write-back are confirmed in technical discovery.
Utility services touch essential needs, public safety and vulnerable consumers, so safeguards come first.
Billing, outage, meter and appointment data from authoritative sources only.
Account and payment details protected, with access, consent and retention controls.
Disconnection and payment-plan rules followed. Vulnerable consumers and critical facilities handled per policy.
Clear routes for disputes, emergencies and unresolved complaints.
Performance, false positives, drift, complaints and differential outcomes monitored.
Routine automation never delays a gas-leak or other safety-critical transfer.
Vulnerable consumers. Essential-service and critical-facility cases follow utility policy and receive human review.
Emergency first. Routine automation must never delay a gas-leak or other safety-critical transfer.
Connect voice and digital engagement, improve consumer communication and keep every consumer informed.